Customer Service Call Center

Mary Anne Imperial Cabilangan

* ***** ****** *** **, Sussex NB Canada

ad5xs6@r.postjobfree.com

Mobile number: 506-***-****

Career Objective:

Detail oriented & enthusiastic individual with innovative ideas and thorough execution of strategies to improve overall performance. Highly motivated, dependable and seek to deliver excellence at work. Highlights

Success driven with a view of developing personal skills and abilities in order to achieve management objectives.

Dedicated and passionate individual with the desire of leveraging interpersonal skills and offering healthy and long term relations with the co-workers and the company.

Perform and deliver exceptional input in a physically demanding work.

Complimented for great personality, work ethic, and solid hustle. Work History:

Teleperformance (Apple)

Apple Advisor - ( Technical Support Specialist ) February 5, 2024- present Sussex, NB (Work From Home)

Inbound Call center which handles troubleshooting device over the phone

Provide first level of technical solutions regarding the installation, operation & maintenance of products

Build and maintain positive customer relations by offering personalized solutions

Ensure requests are handled appropriately by coordinating with various functions within the company

Schedule service calls and follow up with customers / clients

Troubleshoots and resolves technical issues using established diagnostics tools and procedures

Check unrecognized charges

Assist customers in checking security of their device / account

Help apple users in booking an appointment for repair

Check repair status

Provide assistance related to warranty or claims

Exceptional call handling soft skills and ability to conduct active listening while being empathetic and reassuring the customer

Mrs Dunsters

Production Operator July 27, 2022-January 31, 2024 Sussex, NB

Routinely perform necessary pre-operation activities to ensure proper equipment startup that may include setting up the equipment.

Set up raw materials required to manufacture products, and manufactured mixes based on batch sheet instructions.

Closely monitor temperatures, processing time, ingredient types and measurements to ensure consistency and quality of products.

Perform proper sanitation, sterilization of equipment and clean immediate work areas meet legal and food safety standards.

Make sure that product standards, specifications, and customer requirements are met.

Document weight, product yield, date and time of product packaged.

Ensure that product standard weight is met before packing

Conduct training to every new comer in the shift in packing area

Follow & maintain proper SOP in packing & documentation Telus International Philippines

Team Leader - ( FEDEX) September 9, 2019-January 2022 BPO/Contact Center

Monitor all agents & ensure that all key metrics are met accordingly

Provide exceptional customer service to both client & customers

Conduct mentoring/coaching session & team huddles regularly

Communicate with different levels of management regarding implementation & support operation

Perform Call listening, scrubbing & audit to improve staff performance

Calibrate PCS, conduct training

Handle escalation

Perform queue monitoring to ensure that calls are answered within SLA

Phone time (receive inbound calls related to customer’s inquiries/concerns) Customer Support Professional & Team Leader ( SOLUTRAN )

Provide customer support to clients related to their “health benefits”

Updates customer’s profile in the CRM regularly

Routinely perform administrative tasks such as organizing & maintaining records, files & databases

Accounts Receivable/Billing Officer ( EUROPCAR )

Reconcile accounts & prepare statements

Coordinate with different Directors for payments

Manage & maintain accounts

Handle phone & email correspondence

Allocate payments & make journal entries

Accurately manage the billing of different accounts

Observe accounting policies & procedures effectively Concentrix

Financial Advisor - ( CITIBANK ) August 2017-May 2018 BPO/Contact Center

Handle Inbound Calls

Read billing statement & support customer’s requests for banking services

Process any changes that client requested on the account

Waive / adjust credit for late fee charge & interest charge if necessary

Assist client inquiries, payments, transactions & statement details

Ensure that professional customer service is maintained at all times

Address Customer’s concerns & needs

Provide update on customer’s applications, opening & closing of accounts Stream Global Services (TELECOM)

Customer Support Professional - ( AT & T ) March 8, 2010-August 5, 2011 BPO/Contact Center ( Technical )

Inbound Call center which handles troubleshooting over the phone

Handle inquiries about phones, complaints, products & services, track status of replacement device

Perform extensive troubleshooting steps on defective device

Handle escalation process & update CRM accordingly Other Qualifications

o Call Center / BPO Experience - has more than 5 years of experience as a Team Leader & Customer Specialist

o Customer service Experience - has more than 6 years of experience o Technical skills & Competencies

Customer Service Management Expertise, People Management

Software knowledgeable: Word, spreadsheet, presentation, excel

Coaching / Mentoring

ECA Equivalent:

EQUIVALENT: Bachelor’s Degree (Three years)

REFERENCE NUMBER: 4133378IMM

EDUCATION: DEGREE HOLDER (Compeleted)

BSC Major in Financial & Managerial Accounting

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